What are the responsibilities and job description for the Senior Systems Support Analyst position at Harvard Partners, LLP?
As the Sr. Systems Support Analyst, you will be responsible for the following :
Responsibilities :
- Quickly and professionally respond to technical support requests
- Provide primary support for business technologies including laptops, mobile devices, Microsoft O365, printers, network and wireless connectivity, and video conferencing
- Coordinate with the managed service provider for escalated support
- Primary liaison with the managed service provider to ensure high quality support
- Document, track, and monitor progress on issues to ensure timely resolution on current tickets and to reduce / eliminate future incidents
- Develop and manage the staff on / offboarding processes
- Conduct IT orientation, training, and onboarding for new hires
- Develop and maintain a standard laptop build and deployment process
- Provide on-site support for alerts and tickets generated by the managed service provider
- Maintain an asset inventory of all technology equipment and accessories
- Manage and support all mobile devices accessing resources
- Provide support for video conference systems and services
- Investigate and propose new technologies and techniques for both hardware and software to improve customer efficiency, security, and productivity
- Perform monthly issue and ticket reviews with the managed service provider
- Participate in 24 / 7 support and extended support hours when necessary
Qualifications :